Documentation Specialist

The Opportunity:

CACI is currently seeking a Documentation Specialist for the United States Secret Service (USSS) contract supporting the Department of Homeland Security. This role offers a unique opportunity to enhance national security by supporting critical transformation initiatives within the USSS. You will collaborate with experienced professionals in an innovative environment to modernize technology delivery and strengthen enterprise capabilities. This position focuses on advancing certain abilities to meet evolving mission demands through strategic program management organizational change management and technology enablement. Join us to make a meaningful impact on a transformational program of national importance.

Responsibilities:

• Develop and maintain standardized work instructions SOPs troubleshooting guides knowledge articles and field support documentation aligned with modernized technology support processes
• Establish and maintain accessible documentation repositories that enable field technicians to quickly identify diagnose and resolve technology issues using consistent support procedures
• Create comprehensive Knowledge Articles providing step-by-step guidance for resolving common and complex technology issues; develop Troubleshooting Guides outlining systematic diagnostic approaches in ServiceNow
• Create field-specific documentation tailored to geographically dispersed technicians including quick-reference materials job aids cheat sheets and visual guides practical for field use
• Ensure documentation promotes standardization and consistent support practices across all USSS locations; align with standardized ITSM processes ticket categorization and optimized workflows
• Work directly with field technicians and regional stakeholders to understand operational challenges and documentation needs; gather feedback to ensure documentation remains relevant and practical
• Evaluate the existing knowledge base to identify gaps outdated content and opportunities for improvement; implement knowledge management best practices
• Develop documentation using Knowledge-Centered Service (KCS) methodologies; ensure articles are searchable properly tagged and linked to relevant ITSM ticket categories
• Collaborate with training specialists to ensure documentation aligns with Field Tech Training Curriculum and supports learning objectives; develop Quick-Reference Materials reinforcing training content
• Ensure all documentation adheres to USSS and CACI branding standards style guides and accessibility standards (Section 508 compliance); maintain high standards for accuracy clarity and consistency
• Monitor documentation usage and feedback; contribute to Monthly Field Operations Improvement Summary with documentation-related metrics and usage statistics
• Document remote diagnostic tooling and troubleshooting technologies; create usage guides for diagnostic scripts automated health checks and monitoring capabilities

Qualifications:

Required

• Associates degree 6 years of experience in technical documentation knowledge management technical writing or related fields; equivalencies considered (10 years of experience with no degree BA/BS 4 years experience MA 1 years experience)
• Ability to obtain a Public Trust clearance
• Proven experience developing technical documentation for IT support staff field technicians or similar audiences
• Strong technical writing skills with ability to create clear concise and accurate documentation
• Experience developing SOPs work instructions troubleshooting guides and knowledge articles in ServiceNow

Desired

• Experience supporting federal government IT documentation initiatives particularly within DHS law enforcement or national security agencies; technical background in IT support help desk or field services; experience with field technology support operations or geographically dispersed IT service delivery
• Experience with ServiceNow Knowledge Base or other ITSM platform knowledge management modules; familiarity with content management systems (SharePoint Confluence document management platforms)
• Proficiency with visual documentation tools (Visio Lucidchart Snagit Camtasia); video production and multimedia content creation skills; strong visual design skills for creating diagrams flowcharts and infographics
• Understanding of Section 508 accessibility standards; experience developing mobile-friendly and offline-accessible documentation; experience with style guide development and documentation standards enforcement
• Knowledge of troubleshooting methodologies diagnostic frameworks and ITSM processes; background in instructional design or training material development; experience conducting usability testing of documentation; familiarity with knowledge management metrics and documentation analytics

What You Can Expect:

A culture of integrity.

At CACI we place character and innovation at the center of everything we do. As a valued team member youll be part of a high-performing group dedicated to our customers missions and driven by a higher purpose to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. Youll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together we will advance our nations most critical missions build on our lengthy track record of business success and find opportunities to break new ground in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including but not limited to geographic location Federal Government contract labor categories and contract wage rates relevant prior work experience specific skills and competencies education and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI you will receive comprehensive benefits such as; healthcare wellness financial retirement family support continuing education and time off benefits.

The proposed salary range for this position is: